Configuring Healthcare Operations Core

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Configuring Healthcare Operations Core

    This guide explains how to set up and configure the Healthcare Operations Core application in ServiceNow, specifically for the Australia release version. The application supports healthcare organizations by managing care teams, locations, departments, and organizational hierarchies. It also includes integration capabilities with Epic Hyperspace via Hyperdrive to enable seamless user authentication and portal embedding.

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    Key Features

    • Installation and Demo Data: Install Healthcare Operations Core along with related plugins and demo data to quickly start configuration.
    • User Role Assignment: Assign specific roles (e.g., care team member, care team manager) to users to control visibility and access to healthcare organizations and hierarchies.
    • Group Management: Create groups for care team members and managers to simplify role inheritance and permissions management.
    • Healthcare Location and Organization Setup: Define healthcare locations reflecting physical layouts, create healthcare organizations, providers, departments, and associate them properly to represent team hierarchies.
    • Member Management: Add or remove members from healthcare organizations, with global system properties allowing configuration of member editing capabilities.
    • Associations: Link healthcare locations and assignment groups to healthcare organizations to organize team assignments clearly.
    • Case Types Customization: Extend the default Healthcare Operations case type ([snhcocase]) to create custom case types tailored to specific healthcare needs.
    • Care Team Portal Enhancements: Add additional menu items for improved user navigation and embed the portal within Epic Hyperspace using Hyperdrive.
    • Authentication and Integration: Configure iFrame embedding, enable Multi-Provider Single Sign-On (SSO), set up Identity Providers, and build FHIR apps to enable tokenized data capture and secure user authentication between ServiceNow and Epic Hyperspace.

    Key Outcomes

    • Efficient management of healthcare organizations, locations, and care team structures within ServiceNow.
    • Streamlined user access and role management to ensure proper visibility and permissions for healthcare staff.
    • Enhanced integration with Epic Hyperspace, allowing clinicians to access the Care Team Portal seamlessly with single sign-on and embedded interfaces.
    • Ability to customize case types to meet specific healthcare operational requirements.
    • Improved user experience through portal customization and menu enhancements.
    • Secure and reliable authentication setup between ServiceNow and external healthcare systems, supporting compliance and ease of access.

    Set up the Healthcare Operations Core application.

    Configuration overview

    1. Install Healthcare Operations Core

      The application includes demo data for Healthcare Operations Core and installs related ServiceNow Store applications and plugins if they aren’t already installed.

    2. Assign roles to Healthcare Operations Core users

      Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.

    3. Create a group for all care team members in Healthcare Operations Core

      Create a group for team members with the sn_hco.care_team_member role assigned so that users added to this group will inherit the collection of roles for Healthcare Operations Core.

    4. Create a group for all care team managers in Healthcare Operations Core

      Create a group for team members with the sn_hco.care_team_manager role assigned so that users added to this group inherits the collection of roles for Healthcare Operations Core.

    5. Create a healthcare location

      Create healthcare locations to designate the locations in which your care teams operate.

    6. Organizing your healthcare locations

      Your healthcare locations should be organized based on the physical layouts of the locations in which your care teams operate.

    7. Create a healthcare organization

      Create a healthcare organization for use with Healthcare Operations Core.

    8. Create healthcare providers

      Create a healthcare provider and associate it with a parent healthcare organization and a common location.

    9. Create healthcare departments

      Create a healthcare department and associate it with a parent healthcare organization and a common location.

    10. Create organizational teams in Healthcare Operations Core

      Create a healthcare organization to associate with your healthcare department.

    11. Organizing your healthcare organizations for Healthcare Operations Core

      Properly organize your healthcare organizations to reflect your team hierarchies.

    12. Add or remove members in Healthcare Operations Core

      Add or remove members from your healthcare organizations.

    13. Configure global system properties to edit members in Healthcare Operations Core

      Add or remove members from your healthcare organizations.

    14. Associate healthcare locations with a healthcare organizations

      Use the Healthcare organization location association table to associate locations with healthcare organizations.

    15. Associate assignment groups with a healthcare organization in Healthcare Operations Core

      Create assignment groups for your healthcare organizations to determine which user groups are associated with specific healthcare organizations.

    16. Configure the abstract case type for Healthcare Operations Core case types

      Extend the Healthcare Operations case [sn_hco_case] to create custom case types for use with Healthcare Operations Core and related plugins by creating a child table from the Healthcare Operations Core case type.

    17. Add menu items into the Care Team Portal with Healthcare Operations Core

      Add more menu items into the Care Team Portal for easy user access.

    18. Embedding Care Team Portal in Epic Hyperspace via Hyperdrive

      Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling OIDC authentication.

    19. Capture Additional Data From Epic Within ServiceNow Record Producers

      Update the variable values in existing record producers to capture tokenized data from Epic.

    20. Configure iFrame embedding for Care Team Portal

      For the Care Team Portal to successfully launch in Hyperspace via Hyperdrive, the portal must be configured to work within an iFrame.

    21. Enable Multi-Provider SSO for your ServiceNow instance

      Ensure that Multiple Provider SSO is enabled and configured correctly for Care Team Portal to authenticate with Epic Hyperspace via Hyperdrive.

    22. In Epic: Build the FHIR App to Authenticate with ServiceNow

      Set up your FHIR app with the correct configurations to allow single sign-on for EPIC users to access the Care Team Portal inside EPIC Hyperspace via Hyperdrive.

    23. Create and Configure an Identity Provider in ServiceNow to Authenticate with Epic

      Set up an Identity Provider in your ServiceNow instance to enable OIDC for Healthcare Operations Core.

    24. Configure your Identity Provider to ensure successful user authentication in Care Team Portal.

    25. Once the Care Team Portal is configured, create a launch URL that can then be configured inside the Epic Hyperdrive Client Test Harness for testing.